• Managing the quality of the customer interaction is no small task. The bank is one of the first financial services institutions (FSIs) that committed itself to a CRM strategy that would give equal emphasis to service and sales. For Royal Bank this means providing customer contact personnel with the information that allows for appropriate decision making. In this case, the bank seeks to ensure...

This paper suggests a novel success framework for customer relationship management (CRM) based on a conceptual implementation model to identify associated critical factors and their contribution to overall success/failure. Fuzzy analytic network process (FANP) is applied to identify the relative importance of each factor in successful implementation of each stage and the CRM initiative as a uni...

This research study aims at developing and validating CRM scale for Indian insurance sector. A robust scale development methodology is followed which ultimately results into Six-factor CRM scale comprising of claim payment security, product knowledge, personalization, transparency in product selling and service quality. The generalizability of the proposed scale can be tested by replicating the...

Ping Wang: In a recent conversation, the CIO of an automobile company told me that his company is cutting IT spending “across the board.” However, the marketing department really needs to buy a CRM package to obtain the online customer interfacing capability. When his IT department proposed this purchase to the board, it was rejected because the purchase was considered unnecessary IT spending. ...

Along with the rapid development of Internet, CRM has become one of the most important facts leading the enterprises to be competent. At the same time, the analytical CRM based on Date Warehouse is the kernel of CRM system. This paper mainly explains the idea of CRM and the DW model of analytical CRM system.

Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company’s customers. It is an integrated approach to managing relationships by focusing on customer retention and relationship development. CRM has evolved from advances in information technology and organizational changes in customer-centric processes. Companies that successfu...

This study describes the restructuring initiative to create knowledge about organic customer profile as well as to identify relevant knowledge in supporting company’s need to target customers who accept organic products within knowledge management and customer relationship Management (KM-CRM) framework. Searching for cross-case pattern toward three organic products companies was conducted to ge...

The concepts of customer relationship management (CRM) and knowledge management (KM) have been recently gaining wide attention in business and academia. Both approaches focus on allocating resources to supportive business activities in order to gain competitive advantages. CRM focus on managing the relationship between a company an its current and prospective customer base as a key to success. ...

For many large scale companies, especially those operating in future deregulation markets, Customer Relationship Management (CRM) is becoming an increasingly important business success factor. After a short introduction to issues in Customer Relationship Management, this paper highlights facets and experiences from a CRM project, describes our view of the role of Data Warehousing for CRM purpos...

Customer Relationship Management (CRM) systems are cited as one of the major technology successes of the last decade. These ‘super databases’ enable the real-time sharing of information across global organisations, increasing the visibility of the sales pipeline and providing a central control of the customer experience. A far cry from the early databases which were supported in the locally net...